Experienced Provider Customer Service Call and Chat Representative – Remote in Multiple Locations
At arenaflex, we are dedicated to simplifying the healthcare experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. If you are passionate about delivering exceptional customer service, have strong multitasking skills, and are eager to learn and grow, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a leading healthcare organization that is committed to simplifying the healthcare experience and creating healthier communities. We believe that everyone deserves access to quality healthcare, and we are dedicated to making that a reality. Our team of passionate and dedicated professionals is working tirelessly to make a difference in the lives of our members and providers.
Responsibilities
As a Provider Customer Service Call and Chat Representative, you will be responsible for:
- Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
- Serving providers in a multi-channel environment, including call and concurrent chat as required.
- Quickly and appropriately triaging contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
- Seeking to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
- Researching and dissecting complex prior authorization and claim issues and taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
- Collaborating effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
- Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
- Influencing providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution.
Requirements
To be successful in this role, you will need:
- A High School Diploma / GED or equivalent work experience.
- 1+ years of customer service experience with analyzing and solving customer's concerns.
- Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
- Ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%.
- Must be 18 years of age or older.
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
Nice-to-haves
While not required, the following experience and skills would be beneficial:
- Prior healthcare experience and knowledge of healthcare terminology.
- Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
Benefits
As a Provider Customer Service Call and Chat Representative at arenaflex, you will enjoy a comprehensive benefits package, including:
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
Career Growth Opportunities and Learning Benefits
arenaflex is committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have access to:
- 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.
- Opportunities for professional development and advancement within the company.
- A supportive and collaborative work environment that encourages learning and growth.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced organization that is committed to creating a positive and inclusive work environment. As a Provider Customer Service Call and Chat Representative, you will be part of a team that is passionate about delivering exceptional customer service and making a difference in the lives of our members and providers. Our company culture values:
- Collaboration and teamwork
- Innovation and creativity
- Continuous learning and growth
- Diversity and inclusion
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We also offer a range of perks and benefits, including:
- Flexible work arrangements, including remote work options
- Opportunities for professional development and advancement
- A supportive and collaborative work environment
- Recognition and rewards for outstanding performance
Conclusion
If you are passionate about delivering exceptional customer service, have strong multitasking skills, and are eager to learn and grow, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the opportunity to make a difference in the lives of our members and providers, while also advancing your career and personal growth. Apply now to join our team and start your journey with arenaflex! Apply for this job